Zendesk Support Admin Certification: Questions With
Accurate Solutions
What is a View? Right Ans - Group tickets based on criteria that the Admin
defines.
What are Ticket Fields? Right Ans - Areas inside tickets to add in more
contextual information about the customer.
What are Events? Right Ans - Area in the ticket interface where agents can
get a clearer view of all the updates that occurred during the ticket lifecycle.
What is a Macro? Right Ans - Enable agents to update tickets with scripted
answers based on predefined actions/events.
What are the 3 types of Business Rules? Right Ans - Triggers, Automations,
and SLAs.
What type of Business Rule is event-based? Right Ans - Triggers
What type of Business Rules are time-based? Right Ans - Automations and
SLAs.
What is an Automation? Right Ans - A Business Rule in which something
happens to the ticket after a certain amount of time has elapsed and the ticket
meets certain conditions.
What the 4 types of channels in which tickets can be created from? Right
Ans - Written (Email, Web Widget, Web Form, etc.), Live (Chat, Talk, etc.),
Social Media (Facebook, Twitter, etc.), and Advanced (API, Mobile SDK, etc.).
What are the 3 types of user roles? Right Ans - End-Users, Agents, and
Administrators.
What is a Group? Right Ans - A collection of agents created/grouped
together based on certain attributes (region, language, department, team,
etc.).
, What is an Organization? Right Ans - An optional collection/grouping of
End-Users. This collection of End-Users is usually grouped by domain name
(i.e. @apple.com or @google.com).
Do you have to add in a personal signature? Right Ans - No, you may also
use a Zendesk Alias.
What does the 'Play' button do? Right Ans - Serves up the next available
ticket instead of the agent merely clicking on any available ticket in the ticket
view.
What is the difference between a CC and a Follower? Right Ans - A Follower
is similar to a BCC in an email.
What are the 2 default Ticket/System Fields that come with any standard
Zendesk Support account? Right Ans - Type (Problem, Question, Incident,
Task) and Priority (Low, Medium, High)
How can an Admin leverage Problem & Incident tickets? Right Ans - If
there is a main problem such as a delivery driver gets into a car accident
carrying multiple food orders. The Admin/Agent can create one main Problem
ticket and then associate the other Incident tickets with the main Problem
ticket. Replying to the one Problem ticket will have the reply also be applied to
the downstream Incident tickets.
What is a Ticket Form? Right Ans - A form that allows the Agent to collect
as much relevant information as possible about the issue/customer from the
End-User.
What is the max number of shared views a user can see? Right Ans - 12
views
What is the max number of personal views? Right Ans - 8 views
What is a Placeholder {{}}? Right Ans - A way in which to make replies
more personal. Placeholders can be the ticket ID, name, ticket subject, etc..
Accurate Solutions
What is a View? Right Ans - Group tickets based on criteria that the Admin
defines.
What are Ticket Fields? Right Ans - Areas inside tickets to add in more
contextual information about the customer.
What are Events? Right Ans - Area in the ticket interface where agents can
get a clearer view of all the updates that occurred during the ticket lifecycle.
What is a Macro? Right Ans - Enable agents to update tickets with scripted
answers based on predefined actions/events.
What are the 3 types of Business Rules? Right Ans - Triggers, Automations,
and SLAs.
What type of Business Rule is event-based? Right Ans - Triggers
What type of Business Rules are time-based? Right Ans - Automations and
SLAs.
What is an Automation? Right Ans - A Business Rule in which something
happens to the ticket after a certain amount of time has elapsed and the ticket
meets certain conditions.
What the 4 types of channels in which tickets can be created from? Right
Ans - Written (Email, Web Widget, Web Form, etc.), Live (Chat, Talk, etc.),
Social Media (Facebook, Twitter, etc.), and Advanced (API, Mobile SDK, etc.).
What are the 3 types of user roles? Right Ans - End-Users, Agents, and
Administrators.
What is a Group? Right Ans - A collection of agents created/grouped
together based on certain attributes (region, language, department, team,
etc.).
, What is an Organization? Right Ans - An optional collection/grouping of
End-Users. This collection of End-Users is usually grouped by domain name
(i.e. @apple.com or @google.com).
Do you have to add in a personal signature? Right Ans - No, you may also
use a Zendesk Alias.
What does the 'Play' button do? Right Ans - Serves up the next available
ticket instead of the agent merely clicking on any available ticket in the ticket
view.
What is the difference between a CC and a Follower? Right Ans - A Follower
is similar to a BCC in an email.
What are the 2 default Ticket/System Fields that come with any standard
Zendesk Support account? Right Ans - Type (Problem, Question, Incident,
Task) and Priority (Low, Medium, High)
How can an Admin leverage Problem & Incident tickets? Right Ans - If
there is a main problem such as a delivery driver gets into a car accident
carrying multiple food orders. The Admin/Agent can create one main Problem
ticket and then associate the other Incident tickets with the main Problem
ticket. Replying to the one Problem ticket will have the reply also be applied to
the downstream Incident tickets.
What is a Ticket Form? Right Ans - A form that allows the Agent to collect
as much relevant information as possible about the issue/customer from the
End-User.
What is the max number of shared views a user can see? Right Ans - 12
views
What is the max number of personal views? Right Ans - 8 views
What is a Placeholder {{}}? Right Ans - A way in which to make replies
more personal. Placeholders can be the ticket ID, name, ticket subject, etc..
